AquascapeHUB EU Return Policy

We want you to love every item you order from AquascapeHUB. If something isn’t quite right, no worries — returning it is easy. Here’s how it works:

Company Details

AquascapeHUB is operated by AquascapeHUB, S.A., registered in Portugal AquascapeHUB is operated by Wisebee Unipessoal Lda, Rua General Silva Freire 131, Lisbon, Lisboa 1800-210, Portugal. You can contact us at info@aquascapehub.com. 

Right of Withdrawal (Devolução/Desistência)

As an EU consumer, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. To exercise this right, you must notify us of your decision to withdraw by email (info@aquascapehub.com) or another durable medium.

If you exercise your right of withdrawal, we will refund all payments received from you, including standard delivery costs, within 14 days of receiving the returned goods or proof of their return.

How Long Do I Have to Return Something?

You have 30 days from the day you receive your order to return an item. That gives you plenty of time to decide if it’s the right fit for your aquarium or setup.

The first 14 days are your legal EU right of withdrawal; the following 16 days are an additional period offered by AquascapeHUB.

What Can Be Returned?

To be eligible for a return, items must:

• Be unused
• Be in their original packaging
• Be in resellable condition

If the product was damaged or defective when it arrived, we’ll make it right — just let us know within 7 days of receiving it.

If the product is faulty or not as described, you are entitled to repair, replacement, price reduction, or a full refund

What Can’t Be Returned?

Unfortunately, we can’t accept returns for:

• Perishable products (like live plants or frozen fish food)
• Products that have been used, altered, or damaged after delivery

The right of withdrawal does not apply to goods made to your specifications or clearly personalized, or to sealed goods which are not suitable for return due to health protection or hygiene reasons if unsealed after delivery.

Refunds

Once we receive and inspect your return, we’ll send you a confirmation email. If everything checks out, your refund will be processed back to your original payment method within 5–10 business days.

You’ll get a full refund excluding any original shipping fees, unless we made an error or the item was faulty.

If you exercise your right of withdrawal within 14 days, we will refund the full amount including standard shipping costs. If you chose a more expensive delivery method, only the cost of standard delivery will be refunded.

Who Pays for Return Shipping?

If you’re returning an item because you changed your mind, you’ll need to cover the return shipping cost.
If the return is due to a mistake on our part (wrong item, damaged, etc.), we’ll cover the return shipping—just let us know first.

If you exercise your right of withdrawal, you are responsible for the direct cost of returning the goods, unless otherwise agreed or if the goods are faulty. Unless we have explicitly agreed to bear those costs or the item is faulty or misdescribed.

How to Start a Return

1. Email us at info@aquascapehub.com with your order number and the reason for your return.
2. We’ll guide you through the steps and provide a return address.
3. Pack your item carefully — ideally in the original box.
4. Send it back with a trackable service so we can keep an eye on it.

Where to Send Returns

You’ll receive the return address in your email instructions. This address may vary depending on the product or warehouse location.

Exchanges

Need a different item or size? We recommend placing a new order and returning the original one for a refund.

Damaged or Wrong Items

We do our best to pack and ship everything with care. But if your item arrives damaged or incorrect, email us within 7 days of delivery at info@aquascapehub.com, and we’ll sort it out quickly — often with a replacement or refund.

Legal Warranty

All new products are covered by a legal warranty of 2 years from the date of delivery, as required by EU law. If your product develops a fault within this period, please contact us for assistance.

Alternative Dispute Resolution

In the event of a dispute, you may use the Alternative Dispute Resolution (ADR) entities listed at www.consumidor.pt, as required by Law 144/2015. You may also submit complaints via the European Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

Countries Covered by This Return Policy

This return policy applies to all customers in the European Union and regions where EU consumer protection laws apply. Below is the full list of countries:

Note: Returns from island territories (e.g., Portuguese and Spanish islands) are also covered as long as they are part of the EU customs and VAT area.

Questions?

If you’re unsure about anything — from what’s returnable to how to pack it — reach out! Our support team is here to help at info@aquascapehub.com.